• Report: #882531
Complaint Review:


  • Submitted: Mon, May 14, 2012
  • Updated: Tue, July 31, 2012

  • Reported By: John — IDAHO FALLS Idaho United States of America
6000 PARKWOOD PLACE Internet United States of America

CENTURYLINK QWEST Over Charge, Billing Errors, TLA Fees Internet, Internet

*Author of original report: FCC Complaint Worked!

*Consumer Comment: Doug probably can't help

*Author of original report: Qwest Update

*UPDATE Employee: Trouble with CenturyLink

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WARNING:  Do Business
With CenturyLink/Qwest At Your OWN Risk! 
As Youre Playing With a Very LARGE, dumb, and dirty company.  Dont be surprised if you LOSE.

Our small business was solicited by Qwest to switch from standard copper lines to their T1 service, which is phone and internet service.   This service was to be billed at $517 per month.  To my surprise for the first six months Qwest billed me $1,500 per month. 

Simple mistake?  I dont think so.  I was forced to spend countless resources and hours and hours of time to correct their billing errors.  Theyd never admit to the error but give the account a credit. Really?  Why dont they call it for what it is?  Its a correction! 

As a small business owner nothing is more important and critical to me than my phone and internet system. 

We live and die by the performance of our phones.  So its absolutely critical to me that were provided good phone service as my livelihood along with my employees live hoods and clients depend on it.  Because of this, I grew very tired and frustrated of their incorrect billing and the cost it created for our small business.  So I did what any smart business owner would do, I switched carriers. 

According to Qwest we switched 8 months early.  Had we continued itd been about 4k for the service but since I cancelled early, Qwest is demanding $12,000.  THREE times what it would have cost to continue!  WOW.  Now I could understand that someone could make a claim for an actual loss because of an early termination.  But to charge three times as much?  I believe this to be a punishment for quitting their service as they using the wrong start date to figure the termination
Now I deal with a lot of faceless and dumb corporations every day but Qwest is by the worst company I have ever dealt with.  Period. 

They are so unorganized its an absolute nightmare to work with them.  I would warn any business thinking of or currently doing business with CenturyLink Qwest to have a HUGE team of attorneys because youre gonna need them to figure out the contract and to hold them to their end of the deal.  And it would help if you really enjoy getting transferred around through a huge mess
of people that dont want to help you and are confused as to why youre interrupting them.

So let this be a warning to all businesses everywhere when you do business with Qwest that youre playing with a VERY LARGE, DUMB, FACELESS, CORPORATION THAT WANTS YOU TO LOSE.

This report was posted on Ripoff Report on 05/14/2012 12:13 PM and is a permanent record located here: http://www.ripoffreport.com/reports/centurylink/internet/centurylink-qwest-over-charge-billing-errors-tla-fees-internet-internet-882531. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

FCC Complaint Worked!

AUTHOR: JEDPAGE007 - (United States of America)

After an exhaustive effort of phone calls, emails, and letters to everyone I could think of including Qwest/Centurylink, BBB, Attorney General, numerous websites, Ect.,  the letter we sent to the FCC solicited a response from Centurylink.

Qwest/Centurylink offered a "resolution" on receipt of the FCC complaint to adjust the amount owed to be more in line with their contract.   I'm not satisfied because we've lost huge amounts of time and resources in trying to get Centurylink to follow their own contract.  

If you're a small business owner and find yourself a similar situation I'd recommend contacting www.fcc.gov 
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#2 Consumer Comment

Doug probably can't help

AUTHOR: The Truth Hurts - (United States of America)

I hope he did, but here is what I see, and I come from telecom, so I have some insight.

They screwed up your bill, I know that is really annoying, no idea why it happened, but they credited it.  You say "they did not say they screwed up" but let me tell you, if they credited it, that is their admission of guilt.  Regardless, they are a phone company, not your girlfriend.  "Sorry was all I ever wanted to hear.." does not work well with a utilities company.

Then, you got pissed and cancelled when you had a contract, and here's a shock, you got hit with termination charges, because you broke your contract.  Also when you call customer service, try to refrain from the large, dumb and faceless commentary.  Shockingly while I am sure you feel the customer is always right, people tend to forget the customer service people on the phone are people. 

Hopefully Doug has some miracles up his sleeve..  My apologies if my estimations here are inaccurate, but they sure seem right. 

Best, and good luck,
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#3 Author of original report

Qwest Update

AUTHOR: JEDPAGE007 - (United States of America)

We responded to Doug @ Centurylink request same day with the information requested.  And sent additional information as they requested on May 16th 2012 and as of today I'm still waiting for a response or resolution.  Not the typical 24 hour response he described.  I'm doubtful that Doug will be able to correct this as I've spent so much time and energy trying to do so.   But if Doug responds or corrects I'll be sure to update.
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#4 UPDATE Employee

Trouble with CenturyLink

AUTHOR: @CenturyLinkHelp - (USA)

Hello, John.

Just finished reading your complaint about our company. Very sorry to see you've had this experience with us. I'm one of the managers in the executive office and would like the opportunity to have our team investigate this to see what needs to happen to make it right.

Please send us an email with the account information as well as the details you've posted here. We typically have a 24 hour response time.  TalkToUs@Centurylink.com
Looking forward to helping!
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